Great opportunity for a customer focused professional with technical expertise to join our team and help our customers solve application & equipment issues with their induction cap sealing and surface treating operations. You’ll be fully trained on how to quickly diagnose and troubleshoot electrical, mechanical & application issues by our industry leading experts, & be empowered with our advanced knowledge base. Enercon prides itself on providing exceptional customer support with representatives who excel in communicating & being responsive to our customers’ phone calls, emails & live chat inquiries. Join our family-owned company as we celebrate our 50th year in business with the grand opening of our New Corporate Headquarters in Germantown, Wisconsin. We offer a friendly work environment, profit sharing, bonus program and opportunities for career advancement.
Core Functions and Responsibilities:
Customer Technical Support
- Serves as a primary resource for incoming support related calls & emails
- Assists customers via email, text, or telephone with the diagnosis of equipment or application issues
- Works closely with application engineering & sales team to assist customers with their application needs
- Proactively follows up to confirm customer issues have been successfully resolved
- Work with customers to identify replacement parts and generate quotes
Repair Resolution & Expediting
- Owns status of support cases resulting in repairs or parts quotes to ensure successful resolution of issue
- Coordinates all customer communication as it relates to in-house repairs of equipment
- Expedites customer approval of repair estimates
Technical Expertise
- Develops an in-depth knowledge of all Enercon products & applications
- Reads and explains drawings, photos, and wiring diagrams to customers
Team Member
- Participates in regular team meetings
- Willing to pickup & fill in for team members at any time; puts the team first
- Supports the Field Service team with trouble shooting while they are in the field
- Trains new team members
Case Management
- Leverages CRM system to accurately document customer communications
- Responsible for managing cases using Salesforce and Epicor ensuring timely closure and customer satisfaction
- Utilizes Salesforce Dashboards to meet case resolution goals/metrics
Support Documentation
- Create and update customer self-service support documents
- Identify and develop standard operating procedures and support documents for repeat issues
After Hours Support
- Participate in Enercon’s 24/7 emergency support line on a rotational basis
Secondary Responsibilities
- Assists with coordinating paid and courtesy visits into selective sales territories
- Perform other tasks as required. Responsibilities include, but are not necessarily limited to, the duties listed on this job description